Technical Support Manager

A high-tech company leading the network security domain, focused on delivering the most advanced SASE platform in the market.

The company is located in Tel Aviv near the train station and offers a hybrid work model with two days working from home.

The Tier 3 Team Leader is responsible for managing and leading a team of senior support engineers (Tier 3) across the EMEA/APAC regions.

Responsibilities include:

• Leading and managing a team of senior Tier 3 support engineers across the EMEA/APAC regions.
• Serving as a technical mentor to the team, guiding deep-dive investigations involving network protocols, VPNs, cloud integrations, and Linux environments.
• Managing escalations from strategic enterprise customers, driving full resolution and ensuring high customer satisfaction.
• Collaborating cross-functionally with Product, R&D, Sales, and Customer Success teams to remove obstacles and enhance the overall user experience.
• Leading internal projects, improving operational workflows, and developing training programs to elevate team capability.
• Supporting global support initiatives and coordinating with U.S. counterparts to maintain continuous, follow-the-sun coverage.
• Representing the voice of the customer within the organization, identifying trends, recurring issues, and areas for improvement.
• Maintaining an active technical presence operating in a player-coach capacity that combines leadership with hands-on technical involvement.

Requirements:

• 3+ years of experience managing a technical or engineering support team, preferably Tier 3 or similar escalation teams.
• 5+ years of hands-on experience in technical support or customer engineering, preferably in B2B SaaS, cybersecurity, or networking environments.
• Deep knowledge of network protocols, VPNs (IPsec, SSL), BGP, firewalls, and cloud networking.
• Strong experience with Linux, scripting (Python/Bash), log analysis, and troubleshooting in distributed systems.
• Fluent in English, both written and spoken.